How Complaints Work

  1. 1

    Stage One

    10 days

    We'll acknowledge your complaint within 5 working days to let you know we’ve received it.

    We’ll investigate what’s gone wrong and how we can fix it. Once complete, we’ll report back with what we found, what we’re doing to put it right, and say sorry.

    If you’re happy with the outcome, we’ll close your complaint at this stage.

  2. 2

    Stage Two

    20 days

    If you’re not satisfied, we move to Stage Two. We’ll acknowledge your escalation within 5 working days.

    We’ll re-investigate your complaint, this time involving a Head of Service for a fresh perspective.

    We’ll report back with our findings, say sorry, and let you know what we’ll do to put things right.

  3. ✓

    Complaint Closed

    By now, we hope we’ve reached a resolution and you’re happy for your complaint to be closed.

Still not satisfied?

If we can’t agree at the end of Stage Two, you can take your complaint to the Housing Ombudsman for an independent review.

Complaint Handling Code: Your rights and our commitment

It’s the Law

Since April 2024, all landlords must follow the Complaint Handling Code - so you’re protected by law.

Clear Process

The Code sets out clear steps and timeframes - so you always know what to expect when you make a complaint.

Better Service

It’s all about improving our service and learning from complaints - so your voice shapes what we do.

Independent Oversight

The Housing Ombudsman checks we’re following the Code and holds us to account if we fall short.

Our latest reports & self-assessments:

If you’d like to give feedback or help review our process, visit our Get Involved page.
More on the Code: Housing Ombudsman website